1. Order Processing
- Orders are processed after full payment is received. Checkout offers two options: pay by card, or pay by Zelle or Venmo for 10% off merchandise.
- Paid orders ship within 7 business days. This window may change depending on order volume; if we anticipate a longer delay, we'll let you know.
- You will receive a shipping confirmation with a tracking number by email once your order is on its way.
2. Shipping and Delivery
- We ship within the United States via carriers such as USPS, UPS, or FedEx.
- Standard shipping (7–10 business days): $9.99, or FREE on orders of $300 or more (product subtotal, before tax).
- Express 2-Day shipping (2 business days): $19.99, available on any order.
- Sales Tax (7%) is charged on products only; it is not charged on shipping.
- Standard and 2-Day transit times begin once your order ships. Estimated delivery times are shown or communicated at the time of your order.
- Delivery estimates are provided by the carrier and are not guaranteed. Once a package is handed to the carrier, delivery timing is outside our control.
- You are responsible for providing a complete, accurate shipping address. Orders returned or lost due to an incorrect address may incur a re-shipping charge.
3. Where We Ship
We supply research laboratories, institutions, and businesses, and we ship to business, institutional, and laboratory addresses within the United States.
Every order is reviewed before it ships, and that review includes the delivery address. We confirm the address is deliverable and consistent with a research or business setting. Orders addressed to residences, mail-forwarding or package-forwarding services, hotels, or addresses we cannot confirm are placed on hold — we will email you to confirm your research affiliation, and the order ships once that is settled.
We do not ship to freight forwarders or reshippers, and we may decline any order we are unable to verify. Where we decline an order, any payment already received is returned in full.
4. Lost or Damaged Packages
If an item arrives damaged in transit, email info@biscaynescience.com within 7 days of the delivery date with your order number and photos. Damaged items are replaced, not refunded. Do not open or unseal the affected vial.
Lost in transit vs. marked delivered. If tracking shows a package is lost or stuck in transit and never arrives, contact us and we will open an investigation with the carrier and, where the loss is confirmed, arrange a replacement at our discretion. If tracking shows a package was delivered but you cannot locate it, responsibility passes to you and the carrier once it is marked delivered to the address you provided — please check with your household and neighbors and file a claim directly with the carrier. We are not responsible for packages that are lost or stolen after being marked delivered, or for delivery to an incorrect or incomplete address you supplied.
5. Returns and Refunds
Refunds are available only for unopened, factory-sealed vials returned within 14 days of delivery. To start a return, email info@biscaynescience.com with your order number.
Opened or unsealed vials are not eligible for refund or return. These products are research chemicals supplied for laboratory and in-vitro research use only. Once a vial is opened or the factory seal is broken, its condition cannot be verified.
Please review your product, quantity, and shipping address carefully before you pay.
6. Order Changes and Cancellations
Need to change your order? Email us as soon as possible and, where we can, we'll adjust it before it ships, at our discretion. If we are unable to fulfill your order for a reason on our side, we will arrange an equivalent replacement or store credit.
7. Damaged, Wrong, or Defective Items
Items damaged in transit or the wrong item are replaced, not refunded. Email info@biscaynescience.com within 7 days of delivery with your order number and photos. Do not open or unseal the affected vial.
A defective item is replaced, not refunded, using that same contact path: email us within 7 days of delivery with your order number and photos. Nothing in this policy limits any rights you may have under applicable law that cannot legally be waived.
8. Undeliverable or Refused Orders
If a shipment is refused or returned to us as undeliverable — for example, an incorrect or incomplete address — we will contact you to arrange re-shipment at an additional shipping charge.
9. Contact
Questions about shipping or an order issue? Email info@biscaynescience.com with your order number and we'll help.